Effective telephone communication, if well practiced, will reward you, not just in business but also with personal calls. The telephone is a listening device, yet it is amazing how often really listening doesn't happen when making a call. Winning someone over on the telephone is much harder than face to face. On the telephone a series of assumptions are made based on tone of voice, syntax and the actual words spoken. With a few simple changes to your telephone habits, you can become the master of the telephone conversation.
Instructions
Take Your Time
1. Organize your thoughts. Why are you making the call and what do you want to achieve? Think through what you want to say before making the call.
2. Make a list or write some clear notes -- maybe bullet pointed -- that will clarify your objectives before you make the call. Keep this in front of you and refer to it to ensure that you are getting what you want out of the conversation.
3. Take a deep breath before picking up your telephone to make a call; this will stop you from rushing in and keep you calm. Do take a breath before picking up a telephone that is ringing; this will ensure that even if it is just a sales call, you are calm and collected prior to answering.
Focus on the Task
4. Focus on the telephone conversation itself. Do not start "multitasking," trying to do three things at once while attempting a conversation on the telephone will mean you will not communicate effectively.
5. Remove distractions from your desk. This way you cannot start doing other things while you are on the phone.
6. Ask others politely not to distract you while you are on the telephone. You can't hold two conversations at once.
Speak Clearly and Really Listen
7. Start you conversation clearly stating who you are and the intention of the call. Do not ramble; make your points short, polite and to the point.
8. Ask if the person has time to speak to you right now. If she is busy or distracted, you are less likely to have a successful outcome. Ask when would be a good time to talk.
9. Listen attentively to what the other person is saying. If you are really listening, you will answer questions better and you will be able to understand if there is a problem or what you need to say in return that is not a stock answer.
10. Take time to ask questions. This way you will gauge what they want to get out of the conversation as well as what you want.
11. Speak clearly and not too fast. It is easy to miss what someone has said if he is speaking to quickly. Speaking clearly and with a measured, friendly tone of voice will show that you have time for the person on the other end of the call and that you are listening to what he is saying.
